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Patient Experience Supervisor
2 months ago
We are seeking a highly motivated and experienced Patient Experience Supervisor to join our team at Drn Fakeeh Hospital Jeddah. The successful candidate will be responsible for leading a team of staff to deliver exceptional patient care and experience.
Key Responsibilities- Motivate and Inspire Staff: Lead and motivate staff to provide excellent patient care and experience.
- Set a Good Example: Demonstrate a high level of professionalism and set a good example for staff to follow.
- Staff Scheduling and Duty Allocation: Prepare and manage staff schedules and duties to ensure adequate coverage and efficient operations.
- Staff Management and Administration: Manage staff attendance, leave, and overtime, and ensure compliance with hospital policies and procedures.
- Patient and Visitor Experience: Ensure that staff provide a cheerful and courteous manner to patients and visitors at all times.
- Knowledge of Hospital Operations: Have a thorough understanding of hospital operations, including the layout of all buildings and facilities.
- Shift Supervision: Supervise daily shifts to ensure that work flows adhere to hospital operations procedures.
- Customer Care: Make daily rounds to ensure that outstanding customer care is provided at all times.
- Complaint Resolution: Resolve patient complaints in a quick and logical manner to enhance patient satisfaction and quality of service.
- Team Support: Support team members in resolving customer complaints and enhancing patient satisfaction and quality of service.
- New Team Member Induction: Support new team members in working through the induction program and ensuring they have the necessary knowledge to effectively participate in the team.
- Codes and Emergency Response: Attend codes and emergency response situations, including White and Mercy codes.
- Training and Development: Train information staff on operational procedures and troubleshooting techniques, and provide training sessions on software such as OVR and Oracle.
- Team Recognition and Celebration: Recognize and celebrate team and individual accomplishments and exceptional performance.
- Response to Inquiries: Manage the response process to incoming inquiries via phone and email to ensure adequate responses in a timely manner.
- KPI Monitoring: Monitor key performance indicators (KPIs) and ensure compliance with KPIs.
- Data Collection and Reporting: Collect staff data and form reports and analysis.
- Press Ganey and Social Media: Handle Press Ganey and social media complaints.
- Playroom Oversight: Oversee playrooms and ensure that they are maintained to a high standard.
- Discharge Support: Follow up with discharge support to ensure that patients receive the necessary care and support.
- Compassionate Communication: Demonstrate compassionate communication skills while providing support and care to patients, as "the patient is the center of our care".
Experience: Minimum of three (3) years of experience in a similar position.
Language: Must be fluent in Arabic and English and be computer literate.
Required Licenses: N/A
